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The consumer banking e xperience F r a u d C u s t o m e r s u p p o r t A c c o u n t m a n a g e m e n t P a y m e n t s / m o n e y m o v e m e n t a c q u i s i t i o n N e w p r o d u c t d i s c o v e r y P r o d u c t

Explore our top consumer banking guides.

1. Customer login.

One of the first areas of friction for loyal customers is the experience of logging into their online account. If a customer can’t access their accounts online, for whatever reason, they will call support.

This guide helps you to understand what is leading to login frustration, so you can address the problem—before there is a spike in call volume. Monitor overall login success rate, total login sessions, and the number of redirects to the password reset page.

KPIs

  • % Successful logins
  • Login page sessions
  • Login redirects to reset password

2. Credit card application.

Credit card enrollments are a great entry point into growing the customer relationship. But when application or approval rates are down, it can be challenging to know what’s driving that decline and how to fix it.

The credit card application guide will help you pinpoint the reason behind any downturn and where you need to focus to address it. Monitor trends across time periods and device type (mobile, tablet, or desktop), discover where customers are abandoning, and identify the root causes behind errors or frictions in the experience.

KPIs: 

  • Completion rate
  • Instant approval rate
  • Number of applications started

3. Mobile check deposit.

Digital self-service offers customers the promise of speed and ease, and mobile check deposits are the perfect example of that.

The mobile check deposit guide helps you to understand whether your customers are able to successfully use their mobile device to deposit checks into a selected account—and, more importantly, if they’re not. This guide highlights how many customers are unable to complete their deposit, trends across time periods, and associated technical errors, performance issues, or UX/UI frictions within the app.

KPIs

  • Completion rate
  • Number of deposits started
  • Number of completions

4. Account summary and details.

The most commonly viewed page after login is the account summary and details page. Customers need a quick status update of their accounts and funds—and any friction here can result in a call.

As one of the most trafficked pages, it’s critical that issues be identified and fixed as quickly as possible. This guide helps you analyze the account summary and details page to discover engagement time trends, errors in the customer experience, interactions with the dashboard, and page performance issues.

KPIs

  • Median engagement time
  • Account dashboard hits
  • Account dashboard exit rate

5. Zelle/P2P payments.

When a customer needs to send or request money from another person, they turn to P2P transactions to do it safely and quickly. If the transaction doesn’t complete due to an error or design friction, that customer ends up calling support for help.

This guide highlights any issues that can arise during that P2P process, so you can monitor the customer experience on both sides—whether sending or receiving money. Track variances in the completion rate, note dropoff points across the P2P transaction funnel, and highlight any issues that occur based on type of transaction (send or request money) or even platform (mobile, iOS, Android).

KPIs: 

  • Transaction completion rate
  • Number of transactions (send or request)